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For Customer Experience Professionals

The Gen Y Design Guide

Crafting Experiences To Meet The Unique Needs Of Younger Consumers

December 3, 2007


  • By Bruce D. Temkin
  • with Olga Melnikova,
  • Ross Popoff-Walker,
  • Steven Geller

Why Read This Report

Gen Y consumers are a unique breed. But what exactly makes them different from their elders? Our research unearthed nine attributes of Gen Yers' social, emotional, and mental makeup that shape their perception of interactions. To reach these young consumers, we've identified four design approaches: immediacy, Gen Y literacy, individualism, and social interactivity. To truly engage Gen Y, firms should create a Gen Y advisory board and apply Gen Y design approaches across touchpoints.

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Table of Contents

  • What Do Firms Need To Know About Gen Y?
  • Four Key Design Approaches For Reaching Gen Y

  • Develop A Specific Gen Y Strategy
  • Supplemental Material
  • Related Research Documents